How a Federal Agency streamlined desk booking with Isos and Jira Service Management
Our client
This federal defense organization supports national security operations, ensuring employees have access to critical resources across multiple secure facilities. With a rotating workforce, managing desk assignments efficiently became a growing challenge.
Challenge
As a dynamic organization with teams rotating between facilities to meet evolving mission demands, the federal defense organization needed a better way to manage workspace availability.
Desk assignments were handled informally through emails and casual conversations, which made it difficult to keep pace with day-to-day operational shifts. Without a centralized system, visibility into desk availability was limited.
This often resulted in duplicate bookings and time-consuming coordination. The organization’s commitment to flexibility and collaboration was impacted by the lack of an efficient booking process. This prompted the search for a scalable and streamlined solution.
Solution
Isos built a custom desk booking solution within the Jira Service Management environment, helping the organization get more value out of a tool it already trusted. By avoiding a costly standalone product, Isos delivered a flexible, cost-effective alternative tailored to the organization’s unique needs.
Our work spanned multiple isolated government network environments, each with distinct classification levels, requiring strict adherence to cross-domain security protocols and high assurance development standards.
The booking experience was simple and intuitive. Employees could request desks for themselves or their teams by filling out a JSM form that captured key details like location, dates, seating preferences, and required system access. Once submitted, an automated workflow routed the request to managers, who could assign desks in just a few clicks using a real-time list of available workspaces.
Behind the scenes, the system handled everything from conflict prevention to instant updates on availability. And to make desk usage more transparent, Isos tapped into JSM’s API capabilities to display the name of the person who booked each desk at the desk itself. This made it easier for employees to locate teammates and quickly spot which desks were taken.
By bringing this solution to life in Jira Service Management, Isos delivered a seamless, scalable approach to desk management that fit perfectly into the organization’s existing workflows and infrastructure.
Results
- Provided real-time visibility into available desks across all secure locations
- Reduced administrative effort by automating approvals and streamlining workflows
- Prevented seat conflicts and double bookings through automated logic
- Drove high adoption by integrating directly into the Jira Service Management environment
- Improved the employee experience with quick, self-service desk reservations
- Made it easy to locate teammates by displaying reservation names at each desk using JSM APIs
- Avoided the cost of purchasing a separate desk booking tool
- Supported long-term scalability and alignment with IT governance and security requirements
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